Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

High number of abandoned voice contacts for one skillset

Status
Not open for further replies.

avayaaacc

MIS
Jul 4, 2014
74
US
Hi all,

We have several toll free numbers that come into our CS1000 via incoming digit translation. The converted digits are then used in Orchestration Designer to call up the script that routes to an available agent.

Recently, the supervisors have reported a higher-than-usual abandon rate from their third party software, NICE IEX. Normally they may have 1-4 abandon's per day, but recently they have had over 10 on multiple days. Do you have any suggestions on what I could do to troubleshoot this?

Thanks!
 
Check the CallByCall statistics to see what's happening to the calls
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top